What are the most common repairs that are reported to you?
“That is very diverse. It could be a leak from a cistern, a tap that leaks, a door that sticks or a broken porch door. Approximately 55,000 requests are received per year and half of these are carried out by our own service. This mainly concerns small, quick repair requests and service work. For 92 percent of those assignments, we complete the job in one go. This is partly because our company buses are mobile warehouses and we have everything needed for repairs within reach. In case of complaints about matters such as the central heating, hot water or the elevator, we pass the report on to contractors with whom DUWO has a contract.”
How can tenants reach you?
“All repair requests go through us, not through DUWO. Most students make a request via WhatsApp or the online repair form, almost 70 percent go online. In case of emergency, tenants can call 015-2516700 24/7.”
Do you have to wait long?
“No, because our intake is aimed at short response times. We respond to 95% of WhatsApp conversations within 15 minutes and to 80% of calls within 30 seconds. 95% of emails are processed within 8 working hours. Everything is aimed at quick processing. We offer a two-hour time slot for the repair itself. So: we can come by tomorrow between ten and twelve o'clock.”
What are tenants allowed to call outside office hours?
“DUWO has a list of urgent matters. For example: serious leaks, power outages for the entire building or gas leaks. You can call us 24/7 for this. During the day you will speak to one of our employees. Outside office hours, an emergency center ensures that someone will come. But we are also there for lockouts or lost keys, this falls outside the landlord's maintenance obligation. In that case, the costs are for yourself.”
Do you only do minor repairs?
“We also carry out larger renovations on behalf of DUWO, such as renovating bathrooms, kitchens or toilets, but also (small-scale) projects. We carry this out with our regular partners, often in occupied condition. Tenants really appreciate that we do this quickly and well.”
You are committed to sustainability. How?
“We have had a footprint made of our entire business operations. We are trying to reduce our footprint in various areas. Firstly, through adjustments to our office. We are also replacing buses whose lease contracts are expiring with electric buses. They will all be replaced by 2025. To prevent our craftsmen from driving around the city too much, an automated route optimization runs through our planning system after the assignments have been scheduled for the next day. When it comes to the use of materials, we work with circular sanitary facilities as much as possible. We are also trying to expand to other product groups. This does require creativity from the professional, because the sizing is different sometimes. It's all custom work. We are also setting up a pilot for the collection of plastic packaging. By all means, we separate chemical material, sealant, paint and things like that.”
A repair request can be submitted
